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Title: Field Technician - Level-2

Location : San Jose, CA - USA

Onsite: From Day 1

Job Description:

ROLE AND RESPONSIBILITIES:

• Provide support to end users or processes that cannot be resolved by 1st level support
• (Help Desk)
• Setting up and configuring new laptops and desktops
• Troubleshoot complex operating system and hardware related issues
• Replace or upgrade consumer replaceable parts (like Harddisk, memory, graphic cards)
• Work with OEM vendors for hardware replacement (like Motherboard, Monitor etc.)
• Performs system management using tools such as Active Directory, Group Policy, PowerShell, SCCM and other agency tools
• Ability to resolve issues in Virtual environments (like VDI, Citrix etc.)
• Preferred experience and ability to support Unified Endpoint Management (UEM)environment (like Workspace ONE, MS EMS, Cisco Meraki etc.)
• Provide onsite video support for conferences / meetings
• Ability to provide basic troubleshooting for AV equipment's (like polycom, projects etc.)
• Strong understanding of ITIL process and knowledge of other infrastructure technologies
• Work with software vendors for issues and root cause
• Good team player and work with other IT support teams for resolution
• Strong analytical ability, reporting, documentation and user education skills required
• Provide onsite and remote Executive (white glove) support
• Ability to lift more than 30 pounds

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Minimum 3 years desktop / deskside support experience
• Must have strong operating system and hardware knowledge
• Work experience in multiple laptop and desktop hardware platforms is plus
• Strong understanding of Windows, networking and server architectures is required

PREFERRED SKILLS

• Medium to expert knowledge in O365 tools and services
• Must have strong verbal communication
• Experience in Active Directory, SCCM, Imaging tools is advantage
• ITIL Certification is plus
• MCSE or MCITP or A+ Certification preferred